Telepractice has emerged as a critical mode of delivering therapy services, particularly in the wake of the COVID-19 pandemic. However, to truly enhance the quality and accessibility of these services, it's essential to understand the experiences of those who use them. The research article "Co-designing a telepractice journey map with disability customers and clinicians: Partnering with users to understand challenges from their perspective" provides valuable insights into this process. Here, we explore how practitioners can implement these findings to improve their telepractice services.
Understanding the Journey Map
The study utilized a co-design methodology to create a journey map that outlines the telepractice experience from the perspectives of both customers and clinicians. This journey map is divided into five phases:
- Before
- Selecting Telepractice
- Telepractice Preparation
- During Telepractice Sessions
- After
Each phase highlights the emotional experiences, strengths, and challenges faced by participants, providing a comprehensive view of the telepractice journey.
Key Findings and Implementation Strategies
1. Before: Awareness and Communication
Participants often felt stressed and confused before engaging with telepractice, primarily due to a lack of information. Practitioners can improve this by:
- Ensuring clear, accessible communication about telepractice options.
- Providing detailed information through multiple channels (emails, calls, brochures).
2. Selecting Telepractice: Reducing Apprehension
Many participants felt apprehensive when selecting telepractice, often due to the constraints imposed by the pandemic. To alleviate this:
- Offer trial sessions to help users become comfortable with the technology.
- Provide comprehensive FAQs and support resources.
3. Telepractice Preparation: Support and Confidence
Preparation involved setting up technology, receiving reminders, and logging in. Challenges included inconsistent reminders and technical difficulties. Practitioners can address these by:
- Offering tech support and training sessions.
- Implementing consistent reminder systems via preferred communication methods (text, email).
4. During Telepractice Sessions: Building Relationships and Managing Technology
Participants initially felt uncomfortable building relationships via telepractice but grew more comfortable over time. Technology issues were a significant barrier. Strategies include:
- Developing rapport through initial in-person meetings, if possible.
- Ensuring reliable technology and providing troubleshooting support.
5. After: Reflection and Feedback
Post-session reflections were generally positive, with participants appreciating the convenience of telepractice. However, communication between clinicians and families needed improvement. Practitioners should:
- Seek regular feedback to refine telepractice services.
- Enhance communication channels between clinicians and families.
Conclusion
The co-designed journey map provides a valuable framework for understanding and improving the telepractice experience. By addressing the identified challenges and leveraging the strengths, practitioners can create more effective and user-friendly telepractice services. For those interested in delving deeper into the research, further exploration and implementation of co-design methodologies are encouraged.
To read the original research paper, please follow this link: Co-designing a telepractice journey map with disability customers and clinicians: Partnering with users to understand challenges from their perspective.
